Advanced work assignment for hrsd

[kali]

Hi All,

I am working on advanced work assignment for hrsd in the configurable workspace.I tried in my pdi  and found out that if enable auto assignment is there it assigns cases only when the agents are available, will there be any system performance issue as the instance is checking whether the agent is online or offline.

I can see the agents have the possibility to rejects the cases , if the all the agents on the group reject the case then ServiceNow should  not fill the assigned to 

[Sandeep Rajput]

@kali 

When auto-assignment is enabled in AWA, ServiceNow only assigns cases to available agents—those who are:

1. Online (active in workspace or live agent)
2. Assigned to the appropriate queue/channel
3. Not at full capacity (based on workload/capacity settings)

Question System Performance Impact? Not really. Here’s why:

The Availability Check and Assignment Rules are handled by the AWA engine, which runs asynchronously (via queues and events).

ServiceNow uses Match-Eligible Records and Assignment Rules which rely on already indexed and optimized tables, so the performance impact is minimal—even in larger instances.

Unless you're running hundreds of real-time case inflows per second, performance degradation is rare. What can affect performance is poorly designed assignment rules or overcomplicated conditions with heavy scripts. Try to keep those efficient and clean.